Executive

Executive Summary
Summary

High rate of case cancellations across financial products like

Issue loans, credit cards, and insurance policies

Impact Reduced operational efficiency and customer dissatisfaction

• Complex product offerings leading to customer confusion

Key • Lack of personalized service and outdated technology
Findings • Manual processes with inefficient tracking and data silos
• Improper assignment of products during case creation

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 Root Cause Analysis and Recommendations

Root Cause Analysis Strategic

Recommendations

Operational Inefficiencies Customer-

Process Technology
Centric
• Manual processes, data silos, lack of centralized case Excellence Modernization
management Innovation

Customer Journey Cloud Case

Lean Six Sigma to
Mapping to Management for
eliminate non-value
Product Complexity simplify offerings centralized visibility
added activities,
and enhance and data-driven
efficiency in case
• Convoluted offerings leading to customer satisfaction insights
cancellation handling
confusion
*AI/ML for
Design Thinking
predictive
for personalized
Robotic Process cancellation risk
products and
Automation to drive mitigation and
Technology Gaps efficiency and reduce
fostering loyalty
proactive
errors interventions
• Legacy systems, limited automation and self-service
capabilities
Intelligent
Digital Channels
(chatbots, virtual
assistants) for
elevated *CX

*AI/ML – Artificial Intelligence/Machine Learning

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*CX – Customer Experience
 Action Plan & Expected Outcomes:
Executive Summary
A Roadmap to Success
Implementation Roadmap

Phase 1 (3-6 months): Phase 2 (6-12 months): Phase 3 (12-18 months):

Process Optimization & Product Rationalization & Technology Modernization &
Automation CX Design Digital Transformation

•Leverage our deep Diagnostic •Leverage our proprietary Solution

expertise for current state analysis &
root cause identification
•Lean Six Sigma deployment and
*RPA implementation led by our
seasoned consultants
Design frameworks and journey
mapping methodologies
•Design thinking workshops and
customer co-creation sessions
facilitated by *CX experts
•End-to-end Implementation support
from our cross-functional teams
•Robust change management and
knowledge transfer programs

Expected Outcomes

Remarkable Considerable
Substantial
improvement in operational cost
reduction in case
customer savings through
cancellation rate
satisfaction scores optimization

Driving significant revenue growth and Fostering heightened loyalty and Enhancing profitability and bolstering
improved customer retention positive brand perception competitiveness
*RPA – Robotic Process Automation
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*CX – Customer Experience